Refund policy

Returns

Please email us to process an exchange of a faulty item. Exchange and/or refund is not guaranteed and is subject to our review of the returned product.

Returns must be sent within 30 days after the product has been received. 

Except in the case of a faulty product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange, Arctic Sammy will cover the shipping cost for the exchanged item. 

You will be responsible for the package until we receive it, so please make sure your item is insured and/or able to be traced. 

Refund
Refunds will be issued as long as the item is unused. ID Tags and customised items can not be refunded.

Before a refund can be processed the faulty product need to be returned to be assessed. To organise return of the product and your refund please use our Resolution Center.

Our refund policy for faulty products lasts 90 days. If 90 days have gone by since your purchase, unfortunately we cannot offer you a refund.

Exchange
It is your responsibility to ensure you select the correct size for your pup. However, we understand mistakes happen, so if something does not fit or you simply change your mind we will happily allow you to exchange products or return products for store credit. 

If you wish to exchange your goods you may do so within 30 days of receipt. Please keep in mind that the product is in a new and therefore unused condition and all packaging is included. Unfortunately sale items cannot be exchanged and all sales are final but we do make exceptions - simply reach out to us if you have any questions. To organise an exchange of a product please use our Resolution Center.

US Only

For shipments to the United States, any applicable tariffs, customs duties, taxes, or import fees are the responsibility of the customer and must be paid before delivery. If a customer refuses to pay these charges and the shipment is returned to Arctic Sammy, all costs incurred as a result of the return—including, but not limited to, return shipping, customs duties, tariffs, brokerage fees, storage fees, handling charges, and any other associated costs—will be deducted from the order value. Any remaining balance, if applicable, will be refunded once the returned shipment has been received and processed.